15 day policy?
Customer comes into my location and their alltel aircard gets marginal service (at best). They want to try a Verizon Wireless card. Other people at her office use Verizon Wireless and they have zero issues. She tells me she doesn't want to have to deal with Alltel because their customer service is almost nonexistant. She has had the card only 4 days. I go to alltel.com and read that they have a 15 day return policy. So I port her number over to Verizon, activate the card, and she is happy to go.
Today she takes the card back to alltel for a refund. They tell her that since she ported her number NOTHING can be done. She will be required to pay the ETF, the activation fee and no refund on the card.
I read the return policy onli...
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Today she takes the card back to alltel for a refund. They tell her that since she ported her number NOTHING can be done. She will be required to pay the ETF, the activation fee and no refund on the card.
I read the return policy onli...
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that a little weird? She should have been able to? But why did you port the #? its an aircard? it's not a number that she's had forever? It would have been easier and u would not had to even deal with another carrier if u didnt port... My guess is she prob. came in after the 15 days. (you would be suprised at how many people tell you they bought the thing "yesterday") Other than that im stumped.
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Reciept in hand...4 days...
She said she didn't want to have to deal with calling customer care. She just wanted to be able to walk in to the store she bought her card from and get her money back and leave. Simple enough transaction (I would think). But she is saying that Alltel's policy is the number must still be attached to the service to get a refund.
She said she didn't want to have to deal with calling customer care. She just wanted to be able to walk in to the store she bought her card from and get her money back and leave. Simple enough transaction (I would think). But she is saying that Alltel's policy is the number must still be attached to the service to get a refund.
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sounds fishy to me... The # would be lost if it wasnt attached to the service? I do agree with that being stupid./I would tell her to just call, unless shes loaded with cash and doesnt care!
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If you read the Terms and Conditions online it says the following;
"If you subscribe to a Service for a fixed term and you terminate that Service before the expiration of the fixed term then you will be required to pay us an early cancellation fee as specified on your Service Order."
So, it may say something online, check her actual contract.
Also, it makes perfect sense that they won't let het cancel. Alltel incurred costs in generating and activating service. she had to return the equipment to get a refund and cancel her contract, why should it be different for the telephone number that was generated?
If it had only been 4 days she should have just requested a new telephone number. Problem solved.
-fin
Thales
"If you subscribe to a Service for a fixed term and you terminate that Service before the expiration of the fixed term then you will be required to pay us an early cancellation fee as specified on your Service Order."
So, it may say something online, check her actual contract.
Also, it makes perfect sense that they won't let het cancel. Alltel incurred costs in generating and activating service. she had to return the equipment to get a refund and cancel her contract, why should it be different for the telephone number that was generated?
If it had only been 4 days she should have just requested a new telephone number. Problem solved.
-fin
Thales
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Ok...your statement pertains to the early termination fee. However the "satisfaction" garauntee states that this customer had 15 days to return the item for a full refund, waived fees, and all she would have to pay for is the service period that she used. Nothing is stated anywhere that this is voided if they port the number.
Again, problem is not solved...Alltel should make it a bit easier to do business. It should have been a simple as her walking in to the store she bought her card and getting her purchase price back. The port would have waived all other items and disconnected her service. To me that is so much more easy for a customer then having to wait and wait and wait while someone drags their feet on perfoming a disconnect.....
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Again, problem is not solved...Alltel should make it a bit easier to do business. It should have been a simple as her walking in to the store she bought her card and getting her purchase price back. The port would have waived all other items and disconnected her service. To me that is so much more easy for a customer then having to wait and wait and wait while someone drags their feet on perfoming a disconnect.....
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if this is the case i gotta give it to ya, thats not a great way to do business...
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Thales said:
Also, it makes perfect sense that they won't let het cancel. Alltel incurred costs in generating and activating service. she had to return the equipment to get a refund and cancel her contract, why should it be different for the telephone number that was generated?
Only you would defend Alltel in this situation when they're obviously in the wrong. Huge wrong.
She shouldn't have ported the number, but Alltel needs to let her cancel and return everything and get her friggin money back. Good luck with that crappy customer care/Alltel in the first place.
Customer first my @$$
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They;re just holding the customer to the deal she made....porting the number voided her return privilege by terminating her contract by means other than the contract calls for.
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Don't dare correct Chainmail, his Alltel rep. is better looking, more successful and probably more intelligent than him, hence his incessant resentment toward Alltel. I think he might be envious of Chad. Oh, and the opinion I have is based on having worked around the cellular industry, multiple carriers, and having had service with them. What relevance does me telling that person that the logical thing to do would have been to return everything, including the number, have to Alltel's customer service? None whatsoever. If she chose not to honor the terms of her contract then Alltel is not obligated to do the same. I see you pretending like every other carrier's crap doesn't smell...
How is Alltel wrong when the customer did not honor...
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How is Alltel wrong when the customer did not honor...
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She cancelled within 15 days. She deserves to be treated correctly. Alltel blows. I'm done talking with you forever, cause you're tossin chad's alltel salad.
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A gay joke, how original. You're just pissed because you are the lowest man on the totem pole. Go use your keen marketing/graphic design insight in a relevant field, you won't be missed. You get zero say in how things are run and I'm sure your sales reflect your stupidity.
But it's funny how someone else's problem turns into Chainmail spewing hate that smells strongly of jealousy.
-fin
Thales
But it's funny how someone else's problem turns into Chainmail spewing hate that smells strongly of jealousy.
-fin
Thales
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If she had not ported the number, she could have walked in, dropped the card, and that would be that. The issue is porting the number. That voided the 15 day return privilege.
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That is my arguement. If you look at Alltel's return policy online it doesn't state anywhere that you cannot port the number. Nowhere is this stated. To me, this is a very poor customer service policy. Now that I know...I have alot more arguements to why one carrier is better then the other...
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She did not cancel her service with alltel, she ported her number its the same with every carrier. I understand that she did not want to deal with customer service but she still has to call and the service. Being that it was an aircard the phone number makes no difference you don't hand out your air card phone number. She activated service and then moved that number to another carrier, based on the contract it was not canceled within the terms of the contract saying that she just wanted to change services without following the proper cancellation process, therefore shes liable for the ETF.
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porting a number is cancelling service...what country are you from?
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also, at Verizon Wireless we would not only refund her purchase price, we would waive the activation fee, not charge a termination fee, and not charge her for any time used.
I suppose that is what seperates one carrier from being ok to one being great. Not good customer care, but EXCELLANT customer care!
Again...nothing on Alltel's TOS states that for the 15 day (btw, VZW and most other carriers are 30 days) satisfaction gaurantee to be honored you cannot port to another carrier. All it states is cancel service within 15 days and return the product. Porting cancels service and she returned the product.
I suppose that is what seperates one carrier from being ok to one being great. Not good customer care, but EXCELLANT customer care!
Again...nothing on Alltel's TOS states that for the 15 day (btw, VZW and most other carriers are 30 days) satisfaction gaurantee to be honored you cannot port to another carrier. All it states is cancel service within 15 days and return the product. Porting cancels service and she returned the product.
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ok you can argue with them and lose or fix the issue. Give her a new number on the aircard leave that number on the account so alltel can port it back. And canceal within the 15 days. Unless you spent to many days fighting with them and not fixing the issue.
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You think this little incident...which was created by you porting the number over....constitutes the difference between a good customer service and excellent customer service.......oh boy....
Alltel shouldn't be charging the customer. But they don't expect people to be porting out a data card number either, especially since they are in the 15 day trial. If you cancel a 15 day trial, i'm pretty sure, you don't even get to keep the number you started. And yes porting out a new number that alltel issued is canceling an account. Technically speaking, that number shouldn't be ported at all if it is a brand new number associated with a new data card they opened. That's like buying something at best buy then going to circuit city to return it al...
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Alltel shouldn't be charging the customer. But they don't expect people to be porting out a data card number either, especially since they are in the 15 day trial. If you cancel a 15 day trial, i'm pretty sure, you don't even get to keep the number you started. And yes porting out a new number that alltel issued is canceling an account. Technically speaking, that number shouldn't be ported at all if it is a brand new number associated with a new data card they opened. That's like buying something at best buy then going to circuit city to return it al...
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I will agree with themps (again, he's got a good attitude). It costs a carrier money to generate a MDN, assign its funcionality, etc. As a rep, I'd NEVER port a number inside a customer's trial period due to the fact that I expect the initial carrier to have recourse (they own that MDN/MIN for the length of the contract; That's the investment made by the carrier in the customer).
I believe in customer service, but nothing chaps my a*s quite like the people on these forums who get pissed about not having a phone replaced, a free month of this/that, or about the rep who told them their kid has run the bill up for the 3rd month in a row and won't fix it again. Customers always think their situation is special. A busniess cannot function ...
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I believe in customer service, but nothing chaps my a*s quite like the people on these forums who get pissed about not having a phone replaced, a free month of this/that, or about the rep who told them their kid has run the bill up for the 3rd month in a row and won't fix it again. Customers always think their situation is special. A busniess cannot function ...
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I disagree 100%. If the customer wanted to keep the number even if it was a broadband card I would port if the customer wanted me to. It cancels the account for the customer without making them call into customer care and explain themselves. If you port out of Verizon with 30 days you don't pay for a thing especially the ETF. Customer care should take care of the ETF for the customer in this case and move on!!
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I may be wrong, but when I worked for AT&T/Cingular corporate, the policy on returns and cancellations was that you had to return the equipment prior to cancellation (and the account was properly notated). This is because of the discounts you received on the device based on the understanding that you would honor the 2-year contract. If she ported (canceled) her line prior to returning the equipment, there was no way they would know that she just didn't take the equipment and leave without intending on returning the equipment.
Since the cancellation was done before the equipment was returned, this most likely cause a whole mess of problems. I would try going to the store and calling retention (sp?) from there and seeing if they can waiv...
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Since the cancellation was done before the equipment was returned, this most likely cause a whole mess of problems. I would try going to the store and calling retention (sp?) from there and seeing if they can waiv...
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I already posted that it was taken care of. But with VZW once the euipment is notated that it was returned then everything else is completed.
Anyway, it is done. Lesson learned...
Anyway, it is done. Lesson learned...
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Any reps here from other carriers make sure you tell this to your customers porting over from alltel...
If it's with in the 15 day be sure to return the equipment first and tell the rep to NOT disconnect it because you need to port that number over. Smartphones and Blackberries are 30 days.
It's not totally out of the question to actually call a store to speak to a rep or even call customer service. Sometimes we all have to do things we don't like. Always ask questions NEVER assume.
I am glad that the customer did get this situation taken care of!! Hopefully she isn't on it too much because from what I here VZ data card service is not completely unlimited. This may not be an issue for her.
If it's with in the 15 day be sure to return the equipment first and tell the rep to NOT disconnect it because you need to port that number over. Smartphones and Blackberries are 30 days.
It's not totally out of the question to actually call a store to speak to a rep or even call customer service. Sometimes we all have to do things we don't like. Always ask questions NEVER assume.
I am glad that the customer did get this situation taken care of!! Hopefully she isn't on it too much because from what I here VZ data card service is not completely unlimited. This may not be an issue for her.
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It's 5GB. The majority of internet users will not ever come close to that amount. Thanks for caring though. 🙄
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You kind of f'd her by porting the number for a wireless card bud. It's nothing that shouldn't be able to be fixed, but by porting that number over you really made it a lot more difficult than it had to be.
With an aircard, the number really is a non-factor. It's nothing that anybody needs to know, and therefore should never have to be ported over.
The reason I think they want to get her for the early cancelation fee is because, since the number was ported, it's Verizon working with Alltel to cancel that line of service, therefore there is no guarantee that the equiptment was returned. Hence the fee being charged.
Now, had you given her a new number for a Verizon air card, and had her bring the Alltel equiptment back under the 15 d...
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With an aircard, the number really is a non-factor. It's nothing that anybody needs to know, and therefore should never have to be ported over.
The reason I think they want to get her for the early cancelation fee is because, since the number was ported, it's Verizon working with Alltel to cancel that line of service, therefore there is no guarantee that the equiptment was returned. Hence the fee being charged.
Now, had you given her a new number for a Verizon air card, and had her bring the Alltel equiptment back under the 15 d...
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Ok. I find it amusing that people are getting crazy because I assumed (by reading Alltel's own policies) and because of the way it works with Verizon Wireless. With Verizon Wireless if a customer ports a number to another carrier then Verizon Wireless automatically waives everything (except downloaded phone items). Then the customer comes in and does a simple return. It is the easiest way to terminate service. This customer explicitely (sp?) asked to process it this way as she doesn't really like dealing with calling in and cancelling things. She wanted to simply walk into where she bought the item and get her money back. Plain and simple. It was Alltel's hidden policy (again because we read the 15 day return and nothing is mentioned...
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You obviously didn't read my full statement and only took out of it what you wanted. All I was saying was that she was being charged because the equiptment hadn't been returned upon cancelation. Once the equiptment was returned, like I said, as long as she was returning it to a competent rep, everything should have been refunded... I did actually say that. Really, go back and read it.
Anyway, I'm glad it was able to get fixed for her.
Every companies 15-day policy is different. I can't say I totally agree with any of it, but hey, that's the way businesses are run.
Was I a bit eccentric in saying you "f'd" her? Yeah, probably. But by porting it over, it definately added a slight degree of difficulty to it. Again, not saying I agree...
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Anyway, I'm glad it was able to get fixed for her.
Every companies 15-day policy is different. I can't say I totally agree with any of it, but hey, that's the way businesses are run.
Was I a bit eccentric in saying you "f'd" her? Yeah, probably. But by porting it over, it definately added a slight degree of difficulty to it. Again, not saying I agree...
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ok the way our policy works...THe reason why you were having difficulties with the return is because she took OUR number away from our network. If you read the return policy it states that if you are not satisfied with the merchandise you can return it to the store, in order for us to return something so she could recieve proper credit we MUST return it to her number. We unlike Verizon don't allow the customer to activate a number and take it with them UNLESS they have fulfilled their agreement!!!
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The legislation that made porting available specifically states that this is not allowed. A carrier cannot make a customer give the number back to the carrier as it is the property of the customer once it is assigned to them. So if Alltel has this policy they are in violation of the legislation on number portability. I do not think that is the case. This customer went to another location who took care of her. I think the first person she talked to was the rep that she got the card from and they were so pissed they were getting a deact that they wouldn't help her.
Anyway, it is now a done deal. But again, if someone ports to Alltel and then needs to port to another carrier within the 15 day period they cannot and keep their number wi...
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Anyway, it is now a done deal. But again, if someone ports to Alltel and then needs to port to another carrier within the 15 day period they cannot and keep their number wi...
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I don't think the number was ported to alltel in the first place. I thought it was made brand new by alltel.....
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it is not their number until after the 15day trial. you can't be assign a number and then arbitrarily take it to another carrier due to it being a trial ex: you can't buy a phone and decide you don't want it but keep the charger, its a total package, alltel never states that you can keep your number matter of face the only carrier that allows you to do so is verizon
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crazyeaglefan236 said:
Anyway, it is now a done deal. But again, if someone ports to Alltel and then needs to port to another carrier within the 15 day period they cannot and keep their number without penalty? Boy, that is one way to piss off a customer. I hope this is something that is reviewable by Alltel...or it will come to bite them at some point. I think their reps must just assign a temporary number and then have the customer port over after their 15 day period...
This happened to me recently. I had a customer port their Verizon landline number to Alltel, then after finding they didn't have adequate data coverage in their area they ported that same number to Sprint with me. No problems whats...
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Regardless of policy...why would you port the number of a datacard? It just doesn't make any sense whatsoever.
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Well, First of all, it is crazy to "port" a number on a data card, because nobody calls the number, so you don't have to go and give everyone the new # to your card.
Now, once the # was ported out, Alltel cannot pull that number up in there Sales system any longer, because it now belongs to the new company. The card SHOULD have been returned FIRST then everything would have been fine.
When the number was ported out, the system does not know if the equipment was returned or not, so therefore, it charges an EDP. The data card would have to be returned under Alltel's HOUSE account which has NO connection to the customer's data card #.
The data card number can be pulled up in the billing system though, and the Alltel rep can go in and...
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Now, once the # was ported out, Alltel cannot pull that number up in there Sales system any longer, because it now belongs to the new company. The card SHOULD have been returned FIRST then everything would have been fine.
When the number was ported out, the system does not know if the equipment was returned or not, so therefore, it charges an EDP. The data card would have to be returned under Alltel's HOUSE account which has NO connection to the customer's data card #.
The data card number can be pulled up in the billing system though, and the Alltel rep can go in and...
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